From the course: Managing a Customer Service Team
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Aligning a team around outstanding service
From the course: Managing a Customer Service Team
Aligning a team around outstanding service
- When the wheels on your car aren't properly aligned, it becomes difficult to keep it pointed in the right direction. Customer service teams are the same way. Everything needs to be aligned with your customer service vision so the team can deliver outstanding service. This video will introduce you to a tool you can use to conduct your own customer service alignment check. You may want to download the Alignment Check Worksheet that's contained in the resource files for this course. We'll go through the assessment step by step so you can check your team's alignment. The assessment consists of five statements. Rate your organization on each one using a scale of one to five, with one being almost never and five being almost always. Here's the first statement, our organization sets clearly defined goals that represent progress towards the customer service vision. This element looks at how well your smart goals are aligned…
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